Management of End-to-End Customer Implementations:
- Manage and execute customer implementation projects from scope to delivery, coordinating stakeholders and timelines
- Lead the customer onboarding process, collaborating with customers and internal teams to ensure smooth integration into operational workflows
- Create and maintain essential documentation including project plans, Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), process flowcharts, and performance reports
Conduct training and rollout of procedures to internal as well as external stakeholders
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Customer Requirement Analysis and Service Alignment:
- Collaborate with customers and internal teams (e.g., Key Account Managers, Tender Management, Product) to gather and assess requirements
- Perform feasibility checks and translate customer needs into operational processes in alignment with Operational Excellence and OKAMs
- Work closely with integration managers during requirements and solution design to translate operational processes into structured system integration requirements (e.g. APIs, EDI)
- Ensure effective use of solutions such as integration tools, tracking systems, and performance dashboards
- Stay current on product features and share updates with sales and account teams
Stakeholder Engagement and Communication:
- Act as the primary point of contact for customers and internal stakeholders during the onboarding process
- Facilitate OKAM onboarding during implementation and ensure alignment for a smooth transition post-implementation
Reporting and Data Analytics:
- Define customer reporting needs and work with the BI team to deliver dashboards and data solutions
- Support the development of reporting frameworks and enable OKAMs through training and guidance
Process Improvement and Standardization
- Proactively identify and recommend improvements to streamline customer implementation processes and drive standardization and continuous improvement
- Actively contribute to the development, documentation, and standardization of the global implementation framework
Risk Management and Issue Resolution
- Proactively identify and mitigate risks throughout the onboarding process
- Lead resolution of implementation issues in collaboration with internal and external stakeholders
Capture and- lessons learned to improve future implementations
